We want to thank everyone who attended our Version 42 webinar on May 19. We unveiled new offerings and provided our valued customers with how these tools can better help you use your Simplicity-powered phone system to improve communication with your own clients and run your business more efficiently than ever before.
For those who were unable to attend our webinar or are just curious to learn about Simplicity’s newest solutions, you can find the recording by clicking on the image below.
Our Version 42 webinar highlighted the following new features and upgrades to our Simplicity platform:
Cradle to Grave
The Cradle to Grave feature outlines call transitions in a simple, easy-to-understand linear view. This data displays the multiple call legs, time stamps, functions (e.g., hold, call park, call transfer), and inbound and outbound phone numbers or extensions. This tool empowers phone system administrators to troubleshoot, report, and identify call concerns.
Call Transcription & Sentiment Analysis
Call Transcription automatically breaks out call recordings, transcribing them via AWS Transcribe, separating text by the speaker. Transcriptions are visible in the portal and/or downloadable in a .csv file.
Sentiment Analysis is a natural language processing (NLP) technology using AI to determine whether word choice is positive, negative, or neutral during a call.
Call Recording and Transcription is a prerequisite to enabling Sentiment Analysis.
Enhanced User Experience
Simplicity VoIP's v42 enhancements cover a broad base of overall improvements in user experience. This includes increased functionality in the SimplicityWeb phone, a SimplicityCOLLAB user interface refresh, and upgraded call recording, among other noteworthy advancements.
SimplicityWeb Enhancements:
- Larger Workspace
- Call Park with Cards
- Click to Answer or Reject Calls
- Ability to Mute Calls
- Option to Disable Call Waiting
- Tone or Limit to One Audible
- Noise
- Create Group Chat from 1:1
- Conversations
- E911 Address Verification (based on
- IP address)
- Auto Answer Function (Paging)
- Customizable Dashboard with Cards
SimplicityCOLLAB Enhancements:
- Improved Video Layouts
- Toggle Option to Full-Screen View
- Buttons Hidden from View in Full-Screen Mode
- Improved Tracking of Recording Status
Miscellaneous Enhancements:
- Improved Call Recording Quality
- Unlimited Queue Timeouts
- Site Manager Improvements
- Call Park for SimplicityGO App
- iOS SSO for SimplicityGO App
E911
- Specific Dispatchable Location: Specific Dispatchable Location data can be assigned by domain, site, and the individual device level and can be as granular as "the last cubicle at the end of the hall."
- Address Detection and Verification: Devices in use are registered to the IP address (with an associated physical address) that is automatically detected by the system. When an IP address change is detected in the portal or on a webphone – either due to a physical address relocation or a circuit change - the user will be prompted to update their physical address so that the e911 data is kept up to date.
- e911 Dialed Call Notification: Notifications that a 911 call has been made can now be sent to parties within the client’s organization via an automated phone call, an email, or a SIP message that appears on the screens of supported phones.
Call Center Improvements
v42 upgrade offers enhanced Call Center capabilities, including managing agents, queues (by user and/or device), and access statistics via the SimplicityWeb phone. SimplicityAnalytics offers a new option – Call Back Statistics – reports have clickable stats with more detail, sortable columns, and downloads (exports) matching the portal layout. These features, along with the Web phone’s new Call Park button, persistent answering rules, and improved recording details, allow for more flexibility, mobility, and call control for agents and supervisors alike.
Our team is happy to help answer any questions you may have regarding Version 42, our newest upgrades and features, or if you are ready to make the switch to VoIP!
